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Customer Operations Executive - Travel

Employer
Iglu.com
Location
Wimbledon, Portsmouth
Salary
Depending on Experience
Closing date
26 Feb 2022

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Sector
Cruise
Hours
Full Time
Contract Type
Permanent
Job function
Customer Service
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The purpose of this role is to service and fulfil admin tasks within existing bookings. This includes both Tailormade and Retail bookings within the Cruise department. The Role will include a mixture of administrative and operational functions. This will comprise among other tasks: dashboard reconciliation, cancellations of bookings, servicing online bookings, sending tickets, fulfilling special assistance bookings as well as any additional tasks required in case of operational changes or incidents. The focus of this role is to fulfil and overlook Cruise bookings from point of sale to departure, minimising company exposure and losses, all whilst providing excellent customer service.

KEY RESPONSIBILITIES AND DUTIES:

  • Adhere to Operations minimum standards, processes and procedures
  • Fulfil administrative tasks on confirmed bookings
  • Reconcile Dbs and assure bookings’ accuracy
  • Complete tasks required as a result of the cruise operational changes
  • Meet and exceed set KPIs
  • Work collaboratively with Operations Management to achieve personal KPIs
  • Work collaboratively with Operations Management to improve existing processes and efficiency
  • Maintain detailed knowledge of all of Iglu.com products/processes and procedures
  • Keep up to date with cruise line and industry processes and procedures
  • Undertake any other duties or responsibilities allocated to you by your Manager
  • Demonstrate flexibility to match the needs of the business
  • Attend Team meetings where required
  • Take ownership of customer experience whilst delivering a high level of customer service
  • Ongoing personal training and development, through company and cruise line platforms
  • Effectively resolve customer complaints where possible
  • Recognise opportunities to upsell and maximise margin/minimise losses whilst keeping in mind company liability/exposure
  • Ensure replies and responses are dealt with professionally and in a timely manner both internally and externally
  • Ensure compliance with company sickness, absence and lateness policies
  • Develop professional working relationships with our suppliers
  • Acknowledge any issues within the working environment to improve productivity
  • Represent the company in a professional and courteous manner at all times
  • Comply with all company policies and procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations

KNOWLEDGE, SKILLS AND EXPERIENCE:

  • First-rate organisational skills
  • Have a positive and hard working mentality
  • Ability to work under pressure to targets and tight deadlines
  • Excellent time management
  • Solve problems quickly and pragmatically
  • Ability to use own initiative and multitask
  • High attention to detail and logical thinking
  • Conflict resolution skills
  • Ability to manage and prioritise daily tasks
  • Great communication skills, both written and verbal
  • Working knowledge of all products sold by Planet Cruise / Iglu.com
  • Working knowledge of sales processes and procedures
  • Strong Standard of IT skills essential
  • Previous experience in admin and operations
  • Flexible and adaptable to changing priorities
  • A professional and friendly manner. Approachable to both colleagues and customers

To apply for this role, please click "Apply"

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